Enterprise Customer Experience Manager

Experience Manager

We are seeking a highly capable and resourceful Experience Manager to manage and execute a variety of complex initiatives that enhance both customer and employee experiences. The ideal candidate is a self-starter with strong project management, communication, analytical, and technical skills, who can handle multiple priorities in a fast-paced environment. This role focuses on managing the lifecycle of CX/EX projects from conception through to successful delivery, ensuring alignment with business goals and operational efficiency.

Project Management: 30%

• Lead the planning, execution, and completion of multiple, complex CX/EX projects, ensuring they are delivered on time, within scope, and aligned with company objectives.
• Develop detailed project plans, set timelines, assign resources, and track progress to ensure milestones are met.
• Manage project risks, issues, and dependencies, and implement solutions to keep projects on track.
• Develop business requirements documents.

Collaboration and Coordination: 20%

• Collaborate with cross-functional teams, including Product, Operations, HR, IT, and Marketing, to ensure all CX/EX initiatives are fully supported and aligned across the organization.
• Facilitate project meetings, brainstorming sessions, and working groups to drive forward key initiatives.
• Act as the primary point of contact for all project stakeholders, ensuring clear communication and coordination throughout the project lifecycle.

Data-Driven Analysis and Reporting: 30%

• Analyze project data and performance metrics to evaluate the success of initiatives, identify areas for improvement, and provide actionable insights.
• Develop and maintain dashboards to report on key performance indicators (KPIs) related to customer and employee satisfaction, engagement, and other CX/EX metrics.
• Create and present data-driven findings, using statistical insights to validate recommendations and support data-informed decision-making.
• Create and deploy research studies.

Process Improvement and Innovation: 20%

• Continuously assess and optimize internal processes to streamline project execution and enhance efficiency.
• Identify opportunities for innovation and improvement in both customer and employee experience, leveraging feedback and data to drive enhancements.
• Proactively bring forward ideas to improve project outcomes, team efficiency, and overall CX/EX strategy.
• Utilize CX/EX tools and platforms, such as analytics tools and feedback systems, to support project execution and optimize experiences.
• Stay informed on emerging trends and best practices in CX/EX, integrating new technologies and methodologies where applicable.

Qualifications Required

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 4-6 years of experience in project management, customer experience, employee experience, or related roles.

• Strong project management skills with experience managing complex, multi-faceted projects. Able to identify dependencies and 'big rocks' early enough to either escalate or determine alternative solutions.
• Excellent organizational skills, with the ability to manage multiple priorities and deadlines.

• Analytical mindset with the ability to interpret data and drive insights for project improvements.
• Technical Skills:
• Analytics Proficiency: Strong skills in Excel, Power BI and SQL for data visualization, querying, and analysis.
• Statistical Knowledge: Solid understanding of statistics, including concepts such as mean, median, standard deviation, correlation, regression analysis, and statistical significance
• Proficient in project management tools and CX/EX platforms (e.g., survey tools, CRM systems, analytics tools).
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Proven experience analyzing structured and unstructured data and presenting insights to business stakeholders effectively.
• Self-motivated and resourceful, with a strong desire to learn and grow in a dynamic environment.

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we're able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it's only by listening to and representing the unique voices of every individual that we can innovate for all.